Feeling anxious about your involuntary churn?
You're not alone—nobody likes to see their customers quietly slipping away.
Here are 5 things you can do when your Churn Buster "Lost" list starts growing beyond your comfort level.
- Check for opens. Click into lost campaigns and see if at least one email has been opened. This indicates that notifications are being seen and ignored, versus there being a deliverability issue.
- Check for active cancellations. Click into lost campaigns and see if they are being ended early. This indicates an active cancellation, often triggered in-app or via your support team.
- Follow up. Consider reaching out to a few customers personally, to gain more insight into why they are opting not to renew with your service.
- Review email templates. Make sure at least one of your emails explains what the customer will *lose* by allowing their subscription to expire. After successfully delivering to the inbox (Churn Buster delivery rates are extremely high), this is often the highest impact element of a dunning email. While a marketing email encourages a prospect to opt-in, to gain something your company offers, a dunning email asks a customer not to opt-out, to avoid loss of service.
- Upgrade your Churn Buster plan. Take advantage of automated charge retries before each email is sent, to quietly clear more payments without requiring an updated card. This feature is available on Grow and Optimize plans.
Passive churn is a grim reality for subscription-based business models. However with the right followup process in place, we'll make sure it is kept to an absolute minimum.